Customer Service Representative

Teksouth; Washington (District of Columbia); On-site; USD 52,000 - 76,000; Full time

Job summary

Teksouth is seeking a Customer Service Representative to work on-site at Bolling AFB, supporting Air Force personnel with military and civilian pay, travel, and CMS case management. The role requires handling complex inquiries daily and coordinating with AFFSC to resolve transactions efficiently.

Key duties include JMPS, DCPS, and DTS processing, plus frontline customer engagement, all performed in a mission-critical environment with strict deadlines and security requirements.

Qualifications

• Active Secret Security Clearance required.
• Proven experience with the Defense Travel System (DTS).
• Demonstrated experience with Military Pay and related systems (e.g., JMPS).
• Experience with Civilian Pay and related systems (e.g., DCPS).
• Familiarity with Wide Area WorkFlow (WAWF).
• Prior customer service experience within Air Force or DoD settings is highly desired.

Responsibilities

• Handle Military Pay inquiries and JMPS transactions, including PCS documentation and entitlements.
• Support Civilian Pay and DCPS transactions for civilian personnel.
• Assist with DTS authorizations, vouchers, and AFFSC coordination for reimbursements.
• Operate CMS to initiate, update, and close cases within defined deadlines (e.g., 45 days).
• Provide front-line customer engagement at counters and via automated call systems.

Skills

JMPS

DCPS

DTS

CMS

WAWF

Job description

Location: On-site Daily (Bolling AFB, MD)

Clearance Requirement: Candidates must be U.S. citizens and possess an ACTIVE security clearance.

Are you a Customer Service expert with a duty to support our Air Force? Teksouth, a trusted provider of cutting-edge solutions for government agencies, is seeking a dedicated Customer Service Representative to join our team ONSITE daily at Bolling AFB!

We are looking for candidates with experience in one of the following areas: Military Pay, Civilian Pay, Travel Pay, or Case Management System (CMS) operations for our Air Force clients. If you thrive in a dynamic, mission-critical environment and are ready to lead clients forward with expert solutions, we want to hear from you!

Position Overview

As a Customer Service Representative, you'll be a vital point of contact, ensuring our Air Force personnel receive accurate and timely financial support. Your responsibilities will include, but are not limited to, a weekly rotation of critical duties:

• Military Pay Expertise: Utilize the Joint Military Pay System (JMPS) to promptly address inquiries and rectify transactions for military members. This includes preparing documents for PCS inbound/outbound personnel, establishing BAH, and stopping old entitlements.
• Civilian Pay Support: Navigate the Defense Civilian Payroll System (DCPS) to handle inquiries and process transactions for civilian personnel.
• Defense Travel System (DTS) Mastery: Provide expert assistance with DTS authorizations and vouchers, answering entitlement questions, and preparing DOHA claims. You'll also collaborate with the Air Force Financial Service Center (AFFSC) on manual travel/PCS vouchers and rectify rejected submissions.
• Case Management System (CMS) Oversight: Competently operate CMS to initiate, update, and monitor cases, ensuring timely follow-up and resolution within established deadlines (e.g., closing cases within 45 days, submitting new CMS cases within 5 days of FSO submittal).
• Front-Line Customer Engagement: Monitor and respond to inquiries via the automated call distribution system and provide professional front counter assistance, building rapport with diverse customers of all ranks and temperaments.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.

What You'll Bring (Must-Haves)

• Active Secret Security Clearance required
• Proven experience with the Defense Travel System (DTS) and military travel processes.
• Demonstrated experience with Military Pay and related systems (e.g., JMPS).
• Experience with Civilian Pay and related systems (e.g., DCPS).
• Familiarity with Wide Area WorkFlow (WAWF).
• Prior customer service experience within the Air Force or Department of Defense (DoD) settings is highly desired.
• Exceptional interpersonal and communication skills, with the ability to establish rapport with a diverse customer base.
• Strong organizational skills, attention to detail, and ability to work under pressure.

Why Teksouth?

As an employee-owned organization, we pride ourselves on a supportive, inclusive culture that values the diversity of our teammates, clients, and business partners. We offer a competitive salary and benefits package, including comprehensive medical, dental, and vision insurance, a 401(k) and HSA match, and paid time off. Join us in leading our clients forward with expert solutions and directly supporting critical government missions globally!

Equal Opportunity Employer:

Teksouth is an Equal Opportunity Employer, ensuring fair treatment regardless of race, color, sex, sexual orientation, gender identity, disability, or veteran status.